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No unlock prompt Moto e 2nd generation

Scout
Hi,
I recently received an unlock code from three to unlock my phone as I am traveling to America next week and need to use an American sim card over there. I entered a non-3 sim card into the phone as instructed but no unlock prompt came up- it just says 'sim locked- emergency calls only'. I have tried multiple active sim cards from different networks to no avail. I have also tried forcing the unlock prompt using *#32# and #073887* but it didn't work. I went into the three store in Cork and they said to try a factory reset which I have done and that hasn't worked either. I really need my phone unlocked before next week. I think the reason this is happening might have something to do with my phone maintenance last summer. My original Moto e stopped working out of nowhere last summer so I brought it into the three store as it was still within warranty. They replaced the phone with a new one at the time, but the new phone they gave me was locked to another network(not three) so I had to bring it back into the shop. They people in the shop didn't know themselves what network it was locked to ( they seemed to think that the people in the repair place had picked up a different random network phone by accident) but they sent the new phone away to be 'unlocked' so that I could use my three sim card in it. I don't know what they actually did because it is unlocked for a three sim card now but for any other network it just says 'sim locked-emergency calls only' but it isn't prompting for an unlock code either. Can you guys help?
Thanks,
Niamh.
Posted From Motorola XT1505

Re: No unlock prompt Moto e 2nd generation

3 Moderator

Hey @niamhoc 👋 Can you send a private message with your full name, address, date of birth? Can you also include the IMEI and I'll certainly look into this for you? Mairéad

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